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The Association’s head office is located in Newcastle upon Tyne. It is headed up a Chief Executive Officer and consists of various different departments which assist in the smooth running of the organisation. Each department has a diverse range of highly-skilled staff who contribute towards the successful running of the Association on a daily basis. The following departments make up the Credit Services Association:

CSA staff (click to expand/collapse headers)

Peter Wallwork CEO

Following a career in lending and collections spanning more than 20 years, Peter was elected to the CSA Board in 2009 as a Non-Executive Director and in 2010 became its full-time employed CEO. He was Non-Executive Director and Vice-President
of FENCA between 2013 and 2016. He is also a Trustee of NOCN, a charitable L&D Awarding Organisation, a Non-Executive Director of the Money Advice Liaison Group and sits on the Cabinet Office Debt & Fraud Information Sharing Review Board.

Peter Hayle Director of Finance and Operations

Peter is a chartered accountant who originally qualified with KPMG in Newcastle. He has worked in a number of senior roles across a range of sectors, including companies such as Rolls Royce, Sage and Your Move and has also operated in the
highly regulated environment of fund management.

Peter is Director of Finance and Operations, and is responsible for management accounts and financial reporting, and helps provide operational support for the day-to-day running of the Association.

Peter Hayle Director of Finance and Operations

Peter is a chartered accountant who originally qualified with KPMG in Newcastle. He has worked in a number of senior roles across a range of sectors, including companies such as Rolls Royce, Sage and Your Move and has also operated in the
highly regulated environment of fund management.

Peter is Director of Finance and Operations, and is responsible for management accounts and financial reporting, and helps provide operational support for the day-to-day running of the Association.

Henry Aitchison Head of Policy

Henry has a career spanning almost 20 years in consumer credit and has a broad role supporting the CSA executive team in identifying key policy issues and developing a clear strategy to support the Association's principal aims and objectives.
He is also be responsible for developing and maintaining an active Public Affairs (PA) programme, ensuring that the Association's views and membership goals are represented in the formulation and adoption of current and future UK and European policy
and legislation.

Henry joined the CSA from the Finance & Leasing Association (FLA) where he was Senior Policy Advisor. This followed almost 15 years with the OFT in a variety of advisory and investigative roles, and with a particular focus on consumer
credit and consumer protection.

Claire Aynsley Head of Regulatory Compliance and Standards

Claire joined the Credit Services Association in 2002. She has played a vital role in the progression of the Association and is now Head of Regulatory Compliance and Standards, continuing to support and guide members.

Claire's dedication
and passion for the industry have greatly enhanced the status of the Association, forging strong relationships with regulatory bodies and other industry stakeholders to ensure the CSA is at the forefront of any regulatory and legislative changes.

With over 20 years' experience working in a sales environment in areas such as financial services, retail and international sourcing, Mark uses this to engage with members’ and non-members’ enquiries and ensuring that we provide the right solution,
product and/or service required.

Ashleigh Johnson Head of Internal Operations

Ashleigh joined the CSA in 2006 and became Head of Internal Operations in 2011. Ashleigh is responsible for HR and Office Management for the Association, and acts as Executive Assistant to the Chief Executive and Board. Ashleigh is also Designated
Safeguarding Lead for CSA Apprenticeships, ensuring that the Association demonstrates the highest standards and commitment to safeguarding, and overseeing safeguarding polices
and procedures.

If you have a safeguarding issue, please share your concerns or questions to the safeguarding team using safeguarding@csa-uk.com.

Fiona Macaskill Head of Learning and Development

Fiona has more than 35 years' experience in learning and organisation development. She has had senior operational and business development roles, managing training and education requirements for private and public sector clients.

Appointed
as Head of Learning and Development for the CSA in January 2015 Fiona is responsible for further developing the Association's learning and education programmes. Fiona leads the professional development pathways designed to support established professionals
and those new to the industry, as well as promoting and sharing best practice in learning and development across the industry. Fiona is responsible for the CSA's specialist Apprenticeship Training provision which was launched in October 2017 and now has over 200 apprentices from across the UK and a wide range of business sectors, from financial services and pharmaceuticals to local government and national regulators.

Angela McClean General Counsel

Angela has over 25 years’ experience working as an in-house lawyer in the financial services industry. Prior to joining the CSA in March 2016 as General Counsel she headed the legal team at Homeloan Management Limited, who provides financial
outsourcing and third-party mortgage administration services to financial institutions.

As sole legal counsel at the CSA Angela provides advice in relation to all legal matters that impact CSA from new laws that may affect our members to the
contractual and regulatory work involved in the apprenticeship training side of the business.

Colleen Peel Head of Marketing and Events

Colleen joined the CSA in January 2013 as Communications, Marketing and Events Manager. With over 15 years marketing experience Colleen is a highly qualified marketer and since joining the Association has successfully managed its marketing
and communications strategy.

Colleen also recently led CSA through the launch of its #heretohelp campaign which also complemented the Association’s new video marketing strategy. A first project of its kind for the trade body, the #heretohelp campaign aims to educate and reassure customers in financial difficulty to give them the confidence to engage early with CSA members for
a better outcome.

Claire Aynsley Head of Regulatory Compliance and Standards

Claire joined the Credit Services Association in 2002. She has played a vital role in the progression of the Association and is now Head of Regulatory Compliance and Standards, continuing to support and guide members.

Claire's dedication
and passion for the industry have greatly enhanced the status of the Association, forging strong relationships with regulatory bodies and other industry stakeholders to ensure the CSA is at the forefront of any regulatory and legislative changes.

Daniel Spenceley Compliance Manager

Daniel joined the CSA in 2011 to deal with complaints about members, having worked for nine months in Lowell Financial's complaints team. Daniel has worked in financial services for over 10 years, starting out at Newcastle Building Society
shortly after completing a languages degree at Newcastle University.

In the years since joining the CSA, Daniel has focused his attention on both member and CSA compliance – researching and responding to consultations, developing guidance documents for members, compiling the weekly compliance roundup and hosting the regulation roundtable events. In 2016, Daniel also
successfully completed the first incarnation of the CSA's Level 5 Diploma in Compliance Risk Management and has used the knowledge and experience to develop the CSA’s own data protection and risk management practices.
Chris Gardner Complaint and Compliance Administrator

Colleen Peel Head of Marketing and Events

Colleen joined the CSA in January 2013 as Communications, Marketing and Events Manager. With over 15 years marketing experience Colleen is a highly qualified marketer and since joining the Association has successfully managed its marketing
and communications strategy.

Colleen also recently led CSA through the launch of its #heretohelp campaign which also complemented the Association’s new video marketing strategy. A first project of its kind for the trade body, the #heretohelp campaign aims to educate and reassure customers in financial difficulty to give them the confidence to engage early with CSA members for
a better outcome.

Chris Tynemouth Marketing Manager

Chris joined the CSA in 2013 as Digital Communications, Marketing & Events Executive before becoming Marketing Manager in 2019.

Chris is responsible for developing and implementing the Association's digital marketing and communications
strategy.

As the Association continues to seek new ways to engage and communicate with both members and consumers, over the years Chris has been involved with the redesign and re-launch of the CSA's website, as well as developing the social media channels.
Chris is also editor of the CSA newsletter.

Stu Sagar Digital Marketing Apprentice

Stu's background in media production and graphic design have led him to a digital marketing apprenticeship at CSA which he started in June 2019.

As part of the marketing team, he helps manage the social media output of the CSA -
as well as creating graphics, managing website content and email communication.

Fiona Macaskill Head of Learning and Development

Fiona has more than 35 years' experience in learning and organisation development. She has had senior operational and business development roles, managing training and education requirements for private and public sector clients.

Appointed
as Head of Learning and Development for the CSA in January 2015 Fiona is responsible for further developing the Association's learning and education programmes. Fiona leads the professional development pathways designed to support established professionals
and those new to the industry, as well as promoting and sharing best practice in learning and development across the industry. Fiona is responsible for the CSA's specialist Apprenticeship Training provision which was launched in October 2017 and now has over 200 apprentices from across the UK and a wide range of business sectors, from financial services and pharmaceuticals to local government and national regulators.

Zoe Dellow Senior Learning and Development Consultant

Zoe came to the CSA in 2018 bringing with her many years of experience working for Santander designing, and delivering training solutions across the UK. Zoe brings a unique combination of energy, a passion for developing people and the ability
to respond with skill to the needs of tutors, employers and learners.

As well as designing and delivering Collections training for our apprentices, Zoe has overall responsibility for the quality of the learning experience of our apprentices.
She ensures all CSA learners are engaged in a high-quality apprenticeship from enrolment through to completion.

Zoe supports the tutors and coaches with regular learner focussed progress reviews, observation, coaching and feedback and preparing
and distributing reports for employers. Zoe is Deputy Safeguarding Officer and has direct responsibility for the functional skills delivery team.

Arran Hope Apprenticeships Coordinator

Arran has over 9 year's experience working in the Education and Skills sector and comes primarily from a funding and audit background.

Arran joined the CSA in 2017 as the Apprenticeships Coordinator to support with the launch and
running of the CSA's apprenticeships. He is responsible for contract managing, funding, and the day to day running of our Apprenticeship programmes.
Colin Matthews Process and Systems Project Coordinator

Colin is responsible for providing technical systems expertise to the team, and keeping the company up to date digitally. He also takes the lead for the business on data analysis and reporting, ensuring that the CSA is strategically focused
and makes informed choices. Colin also oversees the CSA's Collector Accreditation Initiative (CAI).

Susan Bowen Administrator

Susan is an Administrator in the L&D Team. Susan deals with Compliance Essentials and CAI invoicing together with CAI certificates. Susan covers the administration
of Functional Skills examinations/assessments for apprentices. She also deals with any apprenticeship related queries from employers, apprentices and tutors.

Sharon Wilkinson

Training Administrator Sharon joined the CSA in 2019 bringing with her many years of experience and a wealth of skills and knowledge in education administration. Sharon leads on the scheduling and logistics
of our nationwide programme of workshops to ensure their smooth running.

Peter Hayle Director of Finance and Operations

Peter is a chartered accountant who originally qualified with KPMG here in Newcastle. He has worked in a number of senior roles across a range of sectors, including companies such as Rolls Royce, Sage and Your Move and has also operated in
the highly regulated environment of fund management.

Peter is our director of Finance and Operations, and is responsible for management accounts and financial reporting, and helps provide operational support for the day to day running of
the Association.

Ashleigh Johnson Head of Internal Operations

Ashleigh joined the CSA in 2006 and became Head of Internal Operations in 2011. Ashleigh is responsible for HR and Office Management for the Association, and acts as Executive Assistant to the Chief Executive and Board. Ashleigh is also Designated
Safeguarding Lead for CSA Apprenticeships, ensuring that the Association demonstrates the highest standards and commitment to safeguarding, and overseeing safeguarding polices
and procedures.

If you have a safeguarding issue, please share your concerns or questions to the safeguarding team using safeguarding@csa-uk.com.

Elaine Small Finance Officers

Elaine has over thirty years’ experience working within finance joining the CSA in 2008 initially as a Finance Assistant and is now Finance Officer. Elaine has gained an in-depth knowledge of the Association over the years and handles all
CSA financial-related transactions.
Christine Hutchinson PA/Administrator

Governance and Articles of Association

The CSA is governed by a Board of Directors who are an integral part of the Association.

The Board of Directors are elected by the members of the Association and together they bring with them a wealth of experience and knowledge from the collections industry. The Board consists of representatives from member companies as well as several non-executive directors.